Note: The job is a remote job and is open to candidates in USA. Spark is a healthcare technology company focused on improving Medicare enrollment and support through AI, CRM, and client services. The Medicare Compliance & QA Associate will manage compliance cases, maintain audit-ready documentation, coordinate with agents and carriers, provide agent coaching, and support reporting and process improvements.
Responsibilities
- Manage the complete lifecycle of CTM and Non-CTM compliance cases, including intake, investigation, communication, resolution, and formal closure
- Triage and respond to compliance-related emails and inquiries in Intercom, ensuring timely routing to the correct case type and queue
- Maintain accurate case records in the case management system and ensure timely documentation of notes, evidence, and required follow-up actions
- Act as the primary liaison with agents, agencies, internal teams, and carriers to ensure clear and timely communication throughout the case process
- Monitor case progress, send reminders, and escalate issues as needed to prevent delays and mitigate compliance risks
- Ensure all necessary information is provided to carriers and verify that all steps are completed before closing cases to support audit readiness
- Conduct case audits as needed to verify documentation accuracy, completeness, and adherence to case handling standards
- Provide targeted coaching and guidance to agents on compliance requirements, documentation standards, and best practices based on identified risks or performance gaps
- Educate agents on policies, procedures, and necessary corrective actions aligned with case findings
- Identify recurring compliance issues and escalate trends to leadership for broader coaching or training initiatives
- Assist agents and agencies with carrier compliance audits and provide preparation support
- Support agents in navigating carrier portals through self-service guides and direct assistance
- Maintain records of coaching participation, track completion metrics, and flag gaps requiring follow-up
- Maintain organized, accurate, and audit-ready records for all compliance interactions and case activities
- Prepare basic compliance reporting as needed, including case volume, status, and turnaround summaries and key compliance indicators
- Collaborate with the compliance team on special projects, process improvements, and the development or refinement of new workflows
- Support additional compliance-related requests assigned by leadership, ensuring flexibility and responsiveness to priorities
- Remain agile and adaptable in the continually evolving Medicare regulatory landscape, adjusting processes and support practices as standards change
Skills
- Comfort using tools such as Intercom, Excel, Airtable, CRM systems, or case management platforms (training provided)
- Ability to maintain accurate notes, records, and case information with strong attention to detail
- Basic analytical abilities to assist with data reviews, quality assurance activities, and case audits
- Ability to learn new technology, systems, and compliance tools quickly
- Solution-oriented mindset with a strong interest in problem-solving and supporting agents through compliance challenges
- Eager to learn and stay current as Medicare regulations and compliance requirements evolve
- Clear communicator who can break down information simply and effectively
- Collaborative and team-focused, with the ability to partner across Compliance, Sales, Platform, and other internal teams
- Adaptable and flexible in a fast-paced, continually changing environment
- Demonstrates strong ethics, integrity, and respect for confidentiality
Benefits
- Equity compensation
- Health care, including dental and vision through our PEO Sequoia
- Flexible work location; co-working available
- 401k
- Paid Time Off
- Monthly Remote Work Stipend (help cover costs of home-office needs)
- Paid Parental Leave
- Up to 14 weeks for birthing parents
- Up to 8 weeks for non-birth parents
- 11 paid holidays
- 2 week sabbatical at 5 years of employment
- Wellbeing Perks through SpringHealth, OneMedical, PerkSpot, and SoFi
Company Overview